Refund & Cancellation Policy

1. About This Policy

This policy applies to purchases made on the My Love app and website mylove.fit, operated by GORLA MOUNIKA, India. It is published under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and should be read with our Terms of Service. Nothing in it limits any right you have as a consumer under Indian law.

2. What You Buy

My Love sells digital "Coins" used for audio calls, video calls, chat and virtual gifts. There is no subscription and no auto-renewal; you pay only when you choose to recharge. Coins are credited to your in-app wallet immediately after the payment is confirmed. The price, taxes (including GST) and coins credited are shown before you pay.

3. Purchases and Cancellation

• Because coins are digital content delivered instantly, a completed recharge cannot be cancelled once the coins are credited and any part of them has been used.
• Coins already spent on calls, chat or gifts are consumed and are not refundable.
• If you recharged by mistake and have used none of the coins, write to us within 24 hours of purchase. We will review the request and, where it is genuine, refund the amount to the original payment method.
• You can stop using the Platform at any time. Unused coins remain in your wallet until your account is deleted or terminated. Free or promotional coins and offers (such as the "Daily 90 Sec Free Call") have no cash value and are not refundable.

4. Failed Transactions and Duplicate Debits

• If money is debited but coins are not credited within 30 minutes, we will check the status with the payment gateway and credit the coins, or the gateway will reverse the amount automatically.
• For failed or duplicate transactions, reversals follow the turnaround timelines set by the Reserve Bank of India for failed payment transactions and normally reach the original source (UPI, card or net banking) within 5 to 7 working days. Your bank may take additional time to show the credit.
• Refunds are always made to the original payment method. We do not refund in cash.

5. Call Drops and Service Failure

If a call ends within 15 seconds of connecting because of a technical fault on our side, or a host disconnects at once, the coins charged for that call are restored to your wallet. If we are unable to provide a paid service you purchased because of our fault, you may request a refund or re-credit of the affected coins. Poor internet connection or device problems on your side are not a basis for refund.

6. Unauthorised Transactions

If you notice a payment you did not make, contact us immediately and also inform your bank or card issuer. We will investigate with the payment gateway and, where the payment is found to be unauthorised or fraudulent, refund it.

7. Account Termination

If we terminate your account for violating the Terms (for example fraud, harassment or off-platform money requests), unused coins may be forfeited. If you delete your own account, we recommend using your coins first; unused paid coins are not refundable except as stated in section 3.

8. Host Payouts

Hosts' earnings are paid to a verified bank account or UPI ID in the host's own name, at the schedule and minimum shown in the app, after applicable deductions and taxes. Payouts may be held or cancelled where a host has violated the Terms, committed fraud, or where earnings arose from prohibited activity or chargebacks.

9. How to Request a Refund or Raise a Complaint

Email us with the following details:

• Registered mobile number and nickname
• Transaction / Order ID and date of purchase
• Payment reference (UTR / UPI reference number) and amount
• Screenshot of the bank or UPI debit message, and a short description of the issue

We acknowledge every complaint within 48 hours and resolve it within one month of receipt, as required by the Consumer Protection (E-Commerce) Rules, 2020. Approved refunds are initiated within 7 working days of approval. If you are not satisfied, you may contact the National Consumer Helpline at 1915 or file a complaint with the appropriate Consumer Commission through the e-Daakhil portal.